Why technology is only part of a successful solution

Why technology is only part of a successful solution

In October 2022 Field Service News hosted the second annual European Field Service Awards to celebrate the ingenuity and excellence of our industry. In it’s second year the EFSA received an incredible number of high quality submissions…


In the category of Technology Innovation of the Year there were a number of fantastic nominations submitted by service leaders who had seen the technology drive improvement within their service operation. However, one winner, with a number of compelling nominations from a range of different industry verticals stood out, FLS – FAST LEAN SMART’s FLS VISITOUR solution.


As a follow up to their acknowledgment at the European Field Service Awards, Kris Oldland, Editor-in-Chief, Field Service News spoke with Jeremy Squire, Managing Director UK for FLS – FAST LEAN SMART to discover more about the way they approach working with field service companies and whether he believes our industry will continue to see innovation and excellence through technology in the coming years.


In this excerpt from the full interview, Squire explains why while important, the technology is only ever one part of what a successful solution in field service is about.

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Getting the Most Out of Your Digital Transformation in Field Service Management:


Digital transformation is a hot topic in the field service management industry, with many organizations looking to leverage new technologies to improve their operations and customer satisfaction. However, technology alone is not enough to ensure a successful digital transformation project. In addition to investing in the right tools and platforms, organizations must also consider the role of people and processes in their digital transformation initiatives.


The Role of Technology in Digital Transformation


Technology plays a critical role in digital transformation for field service organizations. By leveraging the latest tools and platforms, organizations can automate manual tasks, improve data accuracy, and provide better visibility into their operations. This can lead to improved service quality, reduced costs, and increased customer satisfaction.


However, it’s important to remember that technology alone is not a silver bullet for digital transformation. To truly maximize the value of their digital investments, organizations must also focus on their people and processes.


The Importance of People in Digital Transformation


People are an essential component of any digital transformation project. After all, it is people who will be using the technology and carrying out the new processes. Without their buy-in and active participation, even the best technology platforms can fail to deliver the desired results.


To ensure the success of their digital transformation initiatives, field service organizations must involve their employees in the process. This means providing adequate training and support to help employees adapt to new technologies and processes. It also means involving employees in the design and implementation of new systems, so that they feel a sense of ownership and are more likely to embrace the changes.


As Jeremy Squire, Managing Director of FAST LEAN SMART, explains, “You need to ensure that your workforce is engaged, and they understand why they are making changes and the benefits of the changes. You need to make sure that you’re communicating with them effectively and that they’re involved in the process from the beginning.”


The Importance of Processes in Digital Transformation


Processes are another critical component of successful digital transformation in field service management. Organizations must ensure that their processes are optimized for efficiency and customer satisfaction, and that they are designed to take full advantage of the capabilities of their technology platforms.


By rethinking and streamlining their processes, organizations can achieve significant gains in productivity and service quality. However, this requires a thorough understanding of the needs and expectations of their customers, as well as a willingness to challenge long-standing assumptions and ways of doing things.


As Squire notes, “It’s important to understand what your customers want and need, and how your processes impact those needs. You need to have a customer-centric approach to process design, and you need to be willing to make changes to the way things have been done in the past.”




Digital transformation has the potential to revolutionize field service management, but it requires a holistic approach that considers the interplay of people, processes, and technology. By investing in the right tools and platforms, involving employees in the process, and optimizing their processes for customer satisfaction, organizations can realize the full potential of their digital transformation initiatives.


As you embark on your digital transformation journey, remember the words of Jeremy Squire: “It’s not just about technology. It’s about people and processes. You need to get all three working together in harmony to achieve success.”

 Many congratulations to FLS – FAST LEAN SMART on their acknowledgment as ‘Technology Innovation of the Year’ at the 2022 European Field Service Awards